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SHIPPING POLICY

Welcome to Petetales! We are dedicated to delivering cozy, handcrafted pet apparel and accessories safely to your doorstep. Below you will find all the details regarding our processing times, shipping options, and delivery rates.

1. ORDER PROCESSING TIME

• Standard Orders: All standard, non-customized items are carefully hand-checked and dispatched within 1 to 3 business days after payment confirmation.
• Custom-Made Orders: Because our custom items are individually handcrafted according to your pet's unique measurements, custom orders may require an additional 2 to 5 business days for creation before shipping.
• Business Days: Our processing and shipping operations run Monday through Friday, excluding public holidays in Poland.

2. SHIPPING RATES & DELIVERY OPTIONS

We operate from our workshop in Gdańsk, Poland, and ship locally within Poland as well as to Germany and all European Union (EU) member states.

DESTINATION: POLAND (PL)
• Standard Domestic Shipping: €2.90 / ~12.50 PLN (Estimated delivery: 1–2 business days)
• FREE Domestic Shipping: Eligible on all orders over €40.00 / ~175.00 PLN

DESTINATION: GERMANY (DE)
• Standard Shipping: €2.90 (Estimated delivery: 3–5 business days)
• FREE Standard Shipping: Eligible on all orders over €40.00
• Express Shipping: €9.90 (Estimated delivery: 1–2 business days)

DESTINATION: OTHER EUROPEAN UNION COUNTRIES (EU FLAT RATE)
• EU Standard Flat Rate: €3.90 (Estimated delivery: 3–7 business days depending on destination country)

3. ORDER TRACKING

Once your parcel has been packaged and handed over to the courier service, you will automatically receive a shipping confirmation email containing your tracking number and a link to monitor your delivery progress in real time.

4. SHIPPING ADDRESS & ACCURACY

Please ensure that your shipping address is complete, correct, and updated at checkout. We cannot be held responsible for delayed, lost, or misrouted packages resulting from incorrect address entry. If a package is returned to us due to an insufficient address, re-shipping fees will apply.

5. DAMAGED OR LOST PACKAGES

• Damaged in Transit: If your item arrives damaged, please take photographs of the parcel and damaged product immediately and contact us within 48 hours of receipt at support@petetales.store.
• Lost Packages: If your tracking number shows no movement for an extended period or indicates delivery while you have not received it, please contact us right away so we can open an investigation with the carrier.

6. CONTACT US

For any questions or special shipping inquiries regarding your order, please reach out to our support team:

• E-Mail: support@petetales.store
• Phone: +48 605340315
• Business Address: Protazego 11, 80-119 Gdańsk, Poland (PL)